Service Management: Operations,
Strategy, Information Technology
ST
10th Edition
UV
TEST BANK
IA
_A
Sanjeev Bordoloi
PP
RO
Comprehensive Test Bank for Instructors
and Students
VE
D?
© Sanjeev Bordoloi. All rights reserved. Reproduction or distribution without permission is
prohibited.
?
©MEDGEEK
, TABLE OF CONTENTS
Test Bank – Service Management: Operations, Strategy, Information Technology, 10th
Edition (ISBN 9781264098354)
Sanjeev K. Bordoloi, James A. Fitzsimmons, Mona J. Fitzsimmons
ST
PART ONE: Understanding Services
Chapter 1. The Service Economy,
UV
Chapter 2. Service Strategy,
PART TWO: Designing the Service Enterprise
Chapter 3. New Service Development,
Chapter 4. The Service Encounter,
IA
Chapter 5. Supporting Facility and Process Flows,
Chapter 6. Service Quality,
Chapter 7. Process Improvement,
_A
Supplement. Data Envelopment Analysis (DEA),
Chapter 8. Service Facility Location,
PART THREE: Managing Service Operations
Chapter 9. Service Supply Relationships,
PP
Chapter 10. Globalization of Services,
Chapter 11. Managing Capacity and Demand,
Chapter 12. Managing Waiting Lines,
Chapter 13. Capacity Planning and Queuing Models,
RO
Supplement. Computer Simulation,
PART FOUR: Quantitative Models for Service Management
Chapter 14. Forecasting Demand for Services,
Chapter 15. Managing Service Inventory,
VE
Chapter 16. Managing Service Projects
D?
?
©MEDGEEK
, Student name:__________
1) Services are deeds, processes, and performances.
⊚ true
⊚ false
ST
2) The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy
to another.
UV
⊚ true
⊚ false
3) The fall in employment in the agricultural sector is the primary reason for the increase in
IA
service sector employment.
⊚ true
⊚ false
_A
4) The consumer participates in the service process, which is not the case in manufacturing.
⊚ true
⊚ false
PP
5) The classification of service systems using the “service process matrix” is based on two
considerations: degree of labor intensity, and the degree of service customization.
RO
⊚ true
⊚ false
6) From an open-systems view, the output of a service system consists of satisfied customers.
VE
⊚ true
⊚ false
D?
7) The service experience defined as escapism requires the most commitment from the customer.
⊚ true
⊚ false
?
Version 1 1
, 8) A study of service systems must begin with the fundamental idea that the basic inputs are
supporting facility, facilitating goods, labor, and capital. The output is the service offered.
⊚ true
⊚ false
ST
9) In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
UV
⊚ true
⊚ false
10) The fact that services can be inventoried is an important characteristic, which distinguishes
IA
them from manufacturing.
⊚ true
⊚ false
_A
11) Reduction of the role played by the consumer is an effective way of improving productivity
and decreasing the cost of the service.
⊚ true
PP
⊚ false
12) Services are time-perishable. An opportunity to provide a service, if forgone, is lost forever.
RO
⊚ true
⊚ false
13) Both manufacturing and services can suffer from technological obsolescence.
VE
⊚ true
⊚ false
D?
14) Health care services are projected to have the greatest percent change in U.S. employment in
the period 2008–2018.
⊚ true
⊚ false
?
Version 1 2
Strategy, Information Technology
ST
10th Edition
UV
TEST BANK
IA
_A
Sanjeev Bordoloi
PP
RO
Comprehensive Test Bank for Instructors
and Students
VE
D?
© Sanjeev Bordoloi. All rights reserved. Reproduction or distribution without permission is
prohibited.
?
©MEDGEEK
, TABLE OF CONTENTS
Test Bank – Service Management: Operations, Strategy, Information Technology, 10th
Edition (ISBN 9781264098354)
Sanjeev K. Bordoloi, James A. Fitzsimmons, Mona J. Fitzsimmons
ST
PART ONE: Understanding Services
Chapter 1. The Service Economy,
UV
Chapter 2. Service Strategy,
PART TWO: Designing the Service Enterprise
Chapter 3. New Service Development,
Chapter 4. The Service Encounter,
IA
Chapter 5. Supporting Facility and Process Flows,
Chapter 6. Service Quality,
Chapter 7. Process Improvement,
_A
Supplement. Data Envelopment Analysis (DEA),
Chapter 8. Service Facility Location,
PART THREE: Managing Service Operations
Chapter 9. Service Supply Relationships,
PP
Chapter 10. Globalization of Services,
Chapter 11. Managing Capacity and Demand,
Chapter 12. Managing Waiting Lines,
Chapter 13. Capacity Planning and Queuing Models,
RO
Supplement. Computer Simulation,
PART FOUR: Quantitative Models for Service Management
Chapter 14. Forecasting Demand for Services,
Chapter 15. Managing Service Inventory,
VE
Chapter 16. Managing Service Projects
D?
?
©MEDGEEK
, Student name:__________
1) Services are deeds, processes, and performances.
⊚ true
⊚ false
ST
2) The Clark-Fisher hypothesis notes the shift of employment from one sector of the economy
to another.
UV
⊚ true
⊚ false
3) The fall in employment in the agricultural sector is the primary reason for the increase in
IA
service sector employment.
⊚ true
⊚ false
_A
4) The consumer participates in the service process, which is not the case in manufacturing.
⊚ true
⊚ false
PP
5) The classification of service systems using the “service process matrix” is based on two
considerations: degree of labor intensity, and the degree of service customization.
RO
⊚ true
⊚ false
6) From an open-systems view, the output of a service system consists of satisfied customers.
VE
⊚ true
⊚ false
D?
7) The service experience defined as escapism requires the most commitment from the customer.
⊚ true
⊚ false
?
Version 1 1
, 8) A study of service systems must begin with the fundamental idea that the basic inputs are
supporting facility, facilitating goods, labor, and capital. The output is the service offered.
⊚ true
⊚ false
ST
9) In contrast to manufacturing, the aesthetics of the environment play a major role in the
customer's perception of the service.
UV
⊚ true
⊚ false
10) The fact that services can be inventoried is an important characteristic, which distinguishes
IA
them from manufacturing.
⊚ true
⊚ false
_A
11) Reduction of the role played by the consumer is an effective way of improving productivity
and decreasing the cost of the service.
⊚ true
PP
⊚ false
12) Services are time-perishable. An opportunity to provide a service, if forgone, is lost forever.
RO
⊚ true
⊚ false
13) Both manufacturing and services can suffer from technological obsolescence.
VE
⊚ true
⊚ false
D?
14) Health care services are projected to have the greatest percent change in U.S. employment in
the period 2008–2018.
⊚ true
⊚ false
?
Version 1 2
